Payment not processed. Error visible at checkout.

Payment seems to complete but money is not received.

Some methods work, others don't.

• Orders appear in Shopify but payment shows as "pending" or "simulated"
• Configured credentials start with TEST- (MercadoPago) or key_test_ (Conekta)
• In the gateway panel, payments appear in the test environment

1. Go to your gateway panel and get the production credentials
2. In Shopify: Settings > Payments > edit your gateway
3. Replace the test credentials with the production ones
4. Disable test mode if there is a specific toggle
5. Make a real test purchase to confirm

• You receive an email from the gateway indicating additional verification is required
• Payments are processed but funds are not released
• In the gateway panel, there are alerts or pending notifications

1. Log in to your gateway panel and check for pending notifications
2. Complete all verification steps (documents, tax data, bank account)
3. If your account was suspended, contact gateway support to reactivate it
4. Activate an alternative temporary gateway while resolving the issue

• Payments were working before and suddenly stopped without apparent changes
• The error mentions "authentication failed" or codes 401/403

1. Go to your gateway panel > API credentials or keys section
2. Copy the current production credentials
3. In Shopify: Settings > Payments > edit your gateway and update the credentials
4. Save and make a test purchase

Deactivated or misconfigured payment methods

Within each gateway, methods (cards, OXXO, SPEI, PSE) are activated individually. If one doesn't appear at checkout, it might be deactivated in the gateway or in Shopify. Some methods like OXXO Pay or MSI require additional approval.

Solution: Go to Settings > Payments in Shopify and check which methods are active. Also confirm in your gateway panel that these methods are enabled for your account.

Conflict between multiple active gateways

Having more than one active gateway can lead to conflicts: duplicate options at checkout, intermittent errors, or payments being processed by the wrong gateway. Common when a new gateway is activated without properly deactivating the previous one.

Solution: Define a primary gateway and deactivate those you don't need. If using multiple, ensure each has clearly differentiated and non-overlapping methods.

SSL certificate issue

Without a valid SSL, browsers block the payment process and gateways reject connections. Shopify automatically includes SSL, but problems can arise with misconfigured custom domains or mixed content (resources loading via HTTP instead of HTTPS).

Solution: Go to Settings > Domains and check the SSL certificate status. Consult Shopify's official documentation on SSL.

Unsupported currency by the gateway

Not all gateways support all currencies. If your store charges in MXN, COP, or ARS but your gateway only accepts USD, payments will fail. This is especially relevant in LATAM where there are many local currencies.

Solution: Use MercadoPago as the primary gateway (it natively supports MXN, ARS, COP, CLP). Check currency compatibility in your gateway's documentation before activating it.

Misconfigured Webhooks

Webhooks are notifications that the gateway sends to Shopify when a payment is completed. Without them properly configured, orders remain in pending status indefinitely. This is critical for deferred methods like OXXO Pay or PSE, where the customer pays hours after generating the receipt.

Solution: In your gateway's dashboard, verify that the webhook URL points correctly to your Shopify store. Make a test transaction with a deferred method to confirm that the webhook works.

Shopify Plan Restrictions

Some plans have restrictions on which gateways you can use and apply additional transaction fees when using third-party gateways: 2% on Basic, 1% on Shopify, 0.5% on Advanced. These fees disappear on Shopify Plus.

Solution: Review your plan limits in Settings > Plan. Consider activating Shopify Payments if available in your country to eliminate additional fees.

Client-Side Errors

Not all problems are configuration-related. Card rejected due to insufficient funds, incorrect data, bank limits for online purchases, or failed 3D Secure authentication are normal client-side errors that do not indicate a problem with your store.

Solution: Configure clear error messages, offer multiple payment methods, and have a customer service channel (WhatsApp) where the customer can report the problem and receive immediate help.

🏭 Option A: Sandbox mode

Use test cards without processing real money:

• MercadoPago: 4509 9535 6623 3704
• Conekta: 4111 1111 1111 1111
• Stripe: 4242 4242 4242 4242
• CVV: any 3 digits • Date: future

💰 Option B: Minimum real purchase

Create a product for $1 MXN and make a real purchase with your card. Then refund yourself from Shopify.

Confirm the complete production flow, including emails and webhooks.

📊 Periodic monitoring

Check your gateway dashboard weekly. Set up email alerts for payment errors or changes in your account status.

🔐 Backup gateway

Have a second gateway configured and ready to activate in case of emergency. It can save you from losing sales for hours.

📄 Document your configuration

Store in a password manager: production credentials, webhook URLs, active methods, and support contacts for each gateway.

📊 Monthly tests

Once a month, make a quick test purchase to confirm that everything is still working. It's better to discover it yourself before your customers do.

The most common causes: the app is not installed or is deactivated, the credentials are incorrect, or the account is not verified. Check Settings > Payments in your Shopify dashboard.

Check your gateway's dashboard to see if the payment was processed. If it appears in the gateway but not in Shopify, the problem is with the webhooks. Contact the customer and offer alternative payment methods while you resolve the issue.

Yes. Temporarily activate PayPal or another alternative gateway while you resolve the problem. This allows you to continue receiving payments without interrupting your operation.

Generally between 24 and 48 hours for new domains or with recent DNS changes. If SSL is still not activated after 48 hours, contact Shopify support directly.

Check the error code in your gateway's dashboard. Errors like insufficient_funds or card_declined are from the customer's bank. Authentication errors are due to your configuration.